|
|
Issue Management is a method of minimizing surprise and disruption
by creating a predictable, natural process of communication and action. It
is a process of identifying issues in a community and organization and responding
to them in a way that addresses the health and integrity of both the community
and the proponent of change.
Issue Resolution Affects Project Outcome
Every project produces change that generates citizen issues which
affect project outcome.
Issues are subjects of widespread public interest and discussion
that an individual, network or group has decided to act upon to
protect and maintain control of their environment.
We have learned over the years that citizen issues have stages of development
- emerging, existing, and disruptive. As issues progress through
the various stages, their effects on individuals, communities,
and organizations intensify. |
 |
The
Life Cycle of an Issue
Emerging Issues are a curiosity phase. They are born when people become
uncertain about the effect of proposed changes on their ability to protect and control
their environment.
Existing Issues -
If management does not
“hear” the emerging issue, or if the decision is made to procrastinate,
delay or ignore the response, an emerging issue will escalate
into an Existing Issue. Existing Issues are a demand phase and are still resolvable through facilitation.
Disruptive Issues generate such ill will that local methods to solve them are not effective. They are handled
by another level of society, usually the courts or legislatures.
As issues progress through the various stages, their effects on individuals,
communities and organizations intensify. |
|
 |
Learn More:
The Discovery Process:
The means
of entering a community and discerning the citizen issues.
Case
Examples:
Case One
Case Two
Case Three
Case
Four
Learn more about Issue Intensity...
Issue Management Handbook
A 37-page document prepared for the Washoe County Government in Nevada
for its Issue Management Program in 1993. (Word Document)
Project Documents:
Holy Cross Energy, Glenwood Springs, CO
Aspen Earth Moving Company, Carbondale, CO
|
 |
|
People Own Issues
Some issues are identified through formal
systems of communication such as public forums. We also tap into the informal
system of communication to uncover issues at the grassroots level. In responding
to these issues we create a moderate middle ground where citizen involvement
becomes part of the issue-solving process. Through this process we diminish
the wind in the sails of the extreme voices.
It is imperative to identify the owners of issues and maintain their identity throughout the issue management process.
Only when
the owners of the issues are known can the process stay grounded and the issue effectively responded to. |
|
|
Themes and Issues
Issue
Management distinguishes between themes and issues. Issues are actionable
and grounded in resolutions. Themes are wide-spread perceptions or
attitudes that are too general or abstract to act upon.
An example of a theme: “I am against growth”.
With further investigation, the real issue underlying
the theme is uncovered: “I am against growth because the
parks are over-crowded and my kids have no place to play”.
If the public discourse gets captured by themes, sound bites
begin to dominate and the value of action gets
lost - the project will spin its wheels without traction
or forward movement. Controversy is a by-product of themes
and low morale and depleted energy is a by-product of
controversy. The best way to create positive change in
a controversial setting is to focus on emerging ISSUES
and watch the themes disappear. |
|
Resolve Emerging Issues to Avoid Disruption
Issues identified in the “emerging“ stage, discovered through
the informal system of communication, can be resolved at the local level with
the least amount of time and resources.
Unresolved emerging issues become “existing“ issues. Because
these issues were not identified and resolved at the emerging, local level,
they are often appropriated by formal bodies, such as environmental or industry
groups, which use them to bolster support for a political, economic or ideological
agenda.
“Disruptive“ issues are beyond the control of local systems to resolve and are aggregated to higher
levels of authority, such as legislatures or the courts.
|
|
|
|
